Service Delivery Automation Market - Growth, Trends, and Forecast (2019 - 2024)

The Service Delivery Automation (SDA) market can be segmented by Type (IT Process Automation, Business Process Automation), Organization Size (Large Enterprise, Small and Medium Enterprises (SMEs)), End User and Geography.

Market Snapshot

service delivery automation market
Study Period:


Base Year:


Fastest Growing Market:

Asia Pacific

Largest Market:

North America

Key Players:

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Service Delivery Automation Market

SDA market is expected to witness growth at a CAGR of about 27% during the forecast period of 2019-2024. According to the World Robotics Report by the International Federation of Robotics (IFR), the global sales of industrial robots are expected to increase by14% per year on an average from 2019 to 2021. 

  • Cost-cutting is a major driving factor for the industries to adopt SDA. Chatbots in banks replace contact center employees and can store conversations for later reference. They are voice or text activated for enhancing the customers' digital experience (although this limits the number of bank employees). The Netherlands' largest telecom company KPN aims to reduce operating expenses worth EUR 350 million through further automation and simplification during 2019-2021 in a bid to boost its core profit.
  • SDA helps to improve operational efficiency by catering to customers during peak demand periods. For instance, in October 2018, Cainiao, Alibaba's logistics affiliate opened a warehouse with about 700 robots working in it. This was done to support the shopping festival "Singles Day" run by Alibaba. It also opened a new warehouse in Wuxi, China, with 700 employee and automated and guided vehicles for moving the parcels to one place to another within the warehouse. 
  • The challenging factor that might hinder the growth of this market is the lack of skilled professionals to develop and manage the automation processes. As new technologies are getting introduced at an exponential rate, there is a need to re-skill the old workforce. 


Scope of the Report

Service delivery automation (SDA) is defined as an umbrella concept for the new technologies that automate a series of human actions in an IT or business process. Service delivery automation (SDA) has the ability to match the legacy technologies with the automated technologies that can simplify the different business cases and minimize the disruption. The industries, like Retail, Hospitality, Healthcare, and Logistics are embracing automation. 
By Type
IT Process Automation
Business Process Automation
By Organization Size
Large Enterprises
Small & Medium Enterprises (SMEs)
By End User
Retail and Consumer Goods
IT, Telecommunication and Media
Hospitality and Transportation Hospitality and Transportation
Healthcare and Pharmaceuticals
Manufacturing and Logistics
North America
Latin America
Middle East & Africa

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Key Market Trends

Retail Industry to Dominate the Market

  • With the expected delivery times going down and the number of orders going up, automating the retail process can reduce costs as well as increase the speed of handling orders.
  • According to the latest survey by IBM, 85% of retail and 79% of consumer products companies plan to be using intelligent automation for supply chain planning by 2021.
  • The same survey stated that the consumer products executives project the highest rate of intelligent automation adoption in the next three years in manufacturing and product design and development, while for the retail executives its is the supply chain planning. 
  • The latest example of how the retail industry is adopting service delivery automation can be seen in Amazon's warehouse, where it is experimenting with the automation of packaging lines. Goods are scanned while they come down a conveyor belt and are enveloped seconds later in boxes custom-built for each item. It replaces 24 people.
service delivery automation market

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Asia-Pacific to Witness the Highest Growth

  • Several leaders in Asia-Pacific's telecom industry are embracing the power of automation with the use of workforce engagement software to automate quality management.
  • Alibaba, the world’ biggest e-commerce company,  launched cashier-less wine storage and retail facility in its home city of Hangzhou for enabling the shoppers to purchase wines by the case without paying any cash or interacting with any sales staff.
  • Other businesses are also getting automated in China, like restaurants, convenience stores, and clothing stores. The Robot.he restaurant in the Hema supermarket uses a series of apps, QR codes, and robots to provide a futuristic dining experience. 
service delivery automation market

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Competitive Landscape

As the need for cost-cutting and customer satisfaction increases, the companies offering automation services are increasing and are posing tough competition to the existing giants in this domain. The companies, like Blueprism, Nice Systems, and IBM are rolling out services that benefit all industries. 

  • November 2018 - Xerox rolled out ECi e-automate software for Xerox Managed Print Services (MPS) accredited channel partners so that they can run their service visits, supply deliveries, and back-office functions more efficiently. 
  • November 2018 - IBM introduced new features in the IBM Cloud Migration Factory, which includes new automation tools to reduce the time of moving and modernizing an organization's infrastructure, data, applications, and workloads.
  • June 2018 -  IPsoft announced the general availability of 1Desk, the first fully automated shared enterprise services platform. It converges front and back-office functions into a single autonomic framework.

Major Players

  1. UiPath SRL
  2. IBM Corporation
  3. Ipsoft Inc.
  4. Blue Prism
  5. Xerox Corporation

* Complete list of players covered available in the table of contents below

service delivery automation market

Table of Contents


    1. 1.1 Study Deliverables

    2. 1.2 Study Assumptions

    3. 1.3 Scope of the Study




    1. 4.1 Market Overview

    2. 4.2 Introduction to Market Drivers and Restraints

    3. 4.3 Market Drivers

      1. 4.3.1 Need for Operational Efficiency is Driving the Market Growth

      2. 4.3.2 Cost-cutting Across Industries is Helping the Market to Flourish

    4. 4.4 Market Restraints

      1. 4.4.1 Lack of Skilled Personnel is Challenging the Market Growth

    5. 4.5 Value Chain Analysis

    6. 4.6 Industry Attractiveness - Porter's Five Force Analysis

      1. 4.6.1 Threat of New Entrants

      2. 4.6.2 Bargaining Power of Buyers/Consumers

      3. 4.6.3 Bargaining Power of Suppliers

      4. 4.6.4 Threat of Substitute Products

      5. 4.6.5 Intensity of Competitive Rivalry


    1. 5.1 By Type

      1. 5.1.1 IT Process Automation

      2. 5.1.2 Business Process Automation

    2. 5.2 By Organization Size

      1. 5.2.1 Large Enterprises

      2. 5.2.2 Small & Medium Enterprises (SMEs)

    3. 5.3 By End User

      1. 5.3.1 Retail and Consumer Goods

      2. 5.3.2 BFSI

      3. 5.3.3 IT, Telecommunication and Media

      4. 5.3.4 Hospitality and Transportation Hospitality and Transportation

      5. 5.3.5 Healthcare and Pharmaceuticals

      6. 5.3.6 Manufacturing and Logistics

    4. 5.4 Geography

      1. 5.4.1 North America

      2. 5.4.2 Europe

      3. 5.4.3 Asia-Pacific

      4. 5.4.4 Latin America

      5. 5.4.5 Middle East & Africa


    1. 6.1 Company Profiles

      1. 6.1.1 IBM Corporation

      2. 6.1.2 UiPath SRL

      3. 6.1.3 IPsoft Inc.

      4. 6.1.4 Blue Prism

      5. 6.1.5 Xerox Corporation

      6. 6.1.6 NICE Systems Ltd

      7. 6.1.7 Celaton Limited

      8. 6.1.8 Automation Anywhere Inc.

      9. 6.1.9 arago GmbH

      10. 6.1.10 Genfour Ltd

      11. 6.1.11 Sutherland Global Services

    2. *List Not Exhaustive


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